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1
Erdis, Cindy, and Michael Du Toit. "Household Life Cycle: The Case Of Customer Satisfaction In Restaurants." International Business & Economics Research Journal (IBER) 13, no. 2 (February 27, 2014): 335. http://dx.doi.org/10.19030/iber.v13i2.8450.
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The restaurant industry is rife with customers experiencing unacceptable levels of customer service, resulting in many customers often deciding to take their patronage elsewhere. Marketing researchers have long been investigating the influence of family on customer behaviour and satisfaction, but very limited research has been done on the influence of the family structure on customer satisfaction in restaurants. This article examines the influence of household life cycle on customer satisfaction in selected restaurants in the Tshwane area of Gauteng, South Africa. An empirical study was conducted with the aim of establishing if the stage in the household life cycle of restaurant patrons has an influence on the level of customer satisfaction experienced when visiting restaurants. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, it was found that the stage in the household life cycle of restaurant patrons does indeed have an influence on how satisfied customers were with regard to certain aspects relating to customer service, which in turn influences their overall customer satisfaction. This is important for restaurants who want to retain customers based on their loyalty and to ultimately increase profitability.
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Mhlanga, Oswald. "Factors impacting restaurant efficiency: a data envelopment analysis." Tourism Review 73, no. 1 (February 5, 2018): 82–93. http://dx.doi.org/10.1108/tr-07-2017-0109.
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Purpose Restaurants are characterised by predictable, seasonal factors and unpredictable, individual customer demand, which make it difficult for restaurateurs to attain efficiency. A combination of these two factors, macro-predictability and micro-uncertainty, produces economic risks, which make it difficult for restaurants to attain operational efficiency. The purpose of this study is to identify factors impacting restaurant efficiency in South Africa. Design/methodology/approach By using primary and secondary sources, data were collected from 16 different types of restaurants in South Africa, for the period 2012-2016, on a variety of parameters. A two-stage empirical analysis was carried out, which involved the estimation of operational efficiencies during the first stage by using data envelopment analysis (DEA) and determination of factors impacting restaurant performance in South Africa during the second stage by using two-way random-effects generalised least squares and Tobit regression models. Findings The results clearly show that the ability of restaurants to succeed will not be determined by their size but by their type, location and revenue per available seat. While the study finds various factors impacting on operational efficiency, the survival of restaurants in South Africa seem to be determined by cost efficiency, which brings in better market performance through lowering cost of sales. Practical implications The results have implications for restaurant managers in that if they want to improve cost efficiency, they must manage restaurant capacity and customer demand in a way that maximises revenue. To stimulate demand during periods of low demand, management could consider strategies that attract more customers or encourage upselling, whereas during periods of high demand, management may consider raising prices or reducing meal durations. The results indicate that DEA is a useful tool to identify factors impacting restaurant efficiency and could enhance the service data and revenue management with regards to restaurant efficiency in South Africa. Originality/value To the best of the author’s knowledge, this paper is the first that attempts to identify factors impacting restaurant efficiency in South Africa by using DEA. The findings could enhance the service data and revenue management with regards to restaurant efficiency in South Africa.
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Jagernath, Krishan, and Visvanathan Naicker. "Trends R egarding WiFi in Gauteng South Africa." Journal of Business and Economics 9, no. 6 (June 20, 2018): 507–22. http://dx.doi.org/10.15341/jbe(2155-7950)/06.09.2018/005.
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The demand for data usage in South Africa is growing and this growth is creating a heavy demand on the network of telecommunication providers. The challenge facing South Africa is a lack of spectrum especially for high-speed access of Long Term Evolution networks, which creates a set of challenges in providing services to their customers for these telecommunication providers. The paper presents a narrative to ascertain where consumers in Gauteng access WiFi on a regular basis, how often they access these WiFi hot spots, reasons for their access. The findings would reflect the consumers’ buying behaviours as the target population to discover trends and patterns using WiFi. A qualitative methods approach was chosen. This was based on the buying behaviour, trends and patterns of WiFi users and how Telecommunication Service Providers and businesses could position themselves as a WiFi provider and capture this market. Respondents were regular users of WiFi and had good knowledge and understanding of WiFi. The biggest benefit of WiFi hotspots to them was that it was free and conveniently located and saved them on their personal data usage. Whilst there is a sporadic WiFi footprint available in Gauteng, the service needs to be expanded and made more accessible in all restaurants, taxi ranks, universities, shopping malls, gated communities. WiFi can be provided to cover a wider range at shopping malls by Telecommunication Service Providers partnering up with providers of public and private WiFi hotspots.
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Naude, Petro, and Sharon Rudansky-Kloppers. "Perceptions Of Customers Regarding Their Expectations Of Service Quality In South African Full-Service Restaurants." International Business & Economics Research Journal (IBER) 15, no. 2 (February 24, 2016): 55. http://dx.doi.org/10.19030/iber.v15i2.9609.
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Full-service restaurants serve different types of customers with preconceived ideas about what they want and expect to receive from the restaurant. During the dining experience, each customer experiences the service differently and subconsciously evaluates the experience differently. The purpose of this research is to determine the expectations and perceptions of customers regarding service quality sub-dimensions at Full-Service Restaurants (FSRs). A self-administered survey of employees at a tertiary academic institution revealed that waiter professionalism, lack of individual attention, long waiting periods and stock-outs in FSRs are the most important concerns when it comes to the expectations of service quality. The findings of this study analysed a demographic profile (gender, age, home language, highest education qualification, LSM groups) and it was found that demographic category groups differ in the way that they perceive service quality. The study reveals that males tend to be less critical than women, LSM 9 respondents are less critical than LSM 10 respondents and respondents with an undergraduate degree or less are less critical than respondents with a post-graduate degree. The study also reveals a strong correlation between service quality and customer satisfaction. Recommendations include that management must focus on pricing strategies, strategic marketing, waiter training and the flow of communication between the restaurant and the customer. The recommendations made in this study will assist management of FSRs to understand the significance of high-quality service and to implement the required levels of service quality. With this knowledge, the management of FSRs can be assured of a satisfied customer and a competitive offering.
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Brain, Arthur Donald. "Increasing wine sales through customised wine service training – a quasi-experiment." International Journal of Wine Business Research 31, no. 1 (March 11, 2019): 29–47. http://dx.doi.org/10.1108/ijwbr-05-2018-0018.
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Purpose The selling of wines is usually performed by a sommelier in the context of an upmarket restaurant. However, many restaurants cannot afford to employ a sommelier and must rely on the food and beverage service personnel to assist customers with the selection of wine. The food and beverage service personnel are generally not qualified to do this. Restaurants usually do not provide training with regard to wine knowledge, wine service skills and wine selling skills. The purpose of this paper was to establish whether wine service training had an influence on the wine sales of a restaurant. Design/methodology/approach A quasi-experimental research design used two restaurants from the same franchise. One restaurant was the control group while the other was the experimental group. Wine sales were monitored and recorded for a period of three months, the second month being used for the training intervention of the experimental group. Findings Although the results were not statistically significant, the results indicated that wine service training increased the wine sales in the restaurant of the experimental group. Originality/value This study contributes to the literature in the South African hospitality sector and establishes that wine service training is a necessity for wine sales to explore further in the restaurant industry.
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Van Heerden, C. N., A. N. Schreuder, and M. Gouverneur. "Factors that determine the corporate image of South African fast food restaurants." South African Journal of Economic and Management Sciences 3, no. 1 (March 31, 2000): 125–42. http://dx.doi.org/10.4102/sajems.v3i1.2603.
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Current operating practices of small businesses indicate that more time is devoted to the cosmetic side of corporate identity than managing service delivery. The main argument pursued in this paper is based on the view that both visual and behavioural corporate identity cues create impressions in the minds of corporate publics to form an overall corporate image. A set of bipolar adjectives was therefore used to test various visual, behavioural and core product elements of restaurant corporate image. A key finding was made that the joint customer service and employee dimension, was rated as the most important factor in the choice of fast food restaurants, which confirms that corporate image is created by visual and behavioural identity.
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Bongazana Dondolo, Hilda, and Nkosivile Welcome Madinga. "Ease of use, security concerns and attitudes as antecedents of customer satisfaction in ATM banking." Banks and Bank Systems 11, no. 4 (December 22, 2016): 122–26. http://dx.doi.org/10.21511/bbs.11(4-1).2016.02.
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This study examines the influence of ease of use, security concerns and attitudes on South African consumers’ satisfaction with ATM banking services. Participants of the study were solicited through electronic mailing list of ATM users in South Africa. These participants were provided with a website link that directed them to an online survey hosted by Qualtrics. A total of 224 participants from the various provinces of South Africa responded. This study confirms that customer satisfaction is linked to security concerns, attitudes and ease of use. Overall, the results indicate that the respondents were satisfied with ATM banking services. Since there is a shortage of research on customer satisfaction with ATM banking services in South Africa, an area often neglected by South African researchers, this study contributes to knowledge available in the existing literature. Keywords: ATM banking, customer satisfaction, ease of use, security, attitudes. JEL Classification: G21, M31
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Rudansky-KlopperS, S., and J. Strydom. "Customer service in the residential property market of South Africa." South African Journal of Economic and Management Sciences 7, no. 1 (July 23, 2004): 58–74. http://dx.doi.org/10.4102/sajems.v7i1.1428.
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An increasing number of estate agencies are entering the real estate market in South Africa and many are struggling to survive as competition grows stronger. Customer service has become of overriding importance to establish a differential advantage that will ensure long-term survival. This study investigates customer service by estate agencies in the residential property market of South Africa. The results indicate that estate agencies seem to be aware of the importance of providing good customer service and of being service-oriented, but they do not always seem to realise the need to conduct marketing research and test the actual satisfaction of customers with the services provided, leaving a potential gap between what the customer wants and what the estate agency provides.
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Roberts-Lombard, Mornay, Lebogang Makola, Tholakele Nkosi, and Sizakele Mabhena. "Loyalty intentions as an outcome of customer delight in a services environment - a South African perspective." African Journal of Business and Economic Research 15, no. 4 (December 1, 2020): 71–96. http://dx.doi.org/10.31920/1750-4562/2020/v15n4a4.
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The study explores the delight phenomenon by investigating customer delight, its antecedents and its postcedents in the cell phone industry of South Africa. Data was collected from 450 customers of cell phone companies who considered themselves satisfied overall with their cellular service provider. This study extends the model proposed by Roberts-Lombard and Petzer (2018) and attempts to substantiate their findings in South Africa through applying the extended model in a parallel industry context. The results indicate that perceived employee service delivery skills and perceived value are important antecedents of customer delight and that there is a meaningful relationship between customer delight and customer loyalty in a business-to-consumer (B2C) setting in South Africa. The study adds value by informing cellular service providers how the service delivery ability of employees and the value perception of customers influence their customer delight experience and ultimately their loyalty to the service provider.
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Kwak, Min-Kyu, JeungSun Lee, and Seong-Soo Cha. "Senior Consumer Motivations and Perceived Value of Robot Service Restaurants in Korea." Sustainability 13, no. 5 (March 4, 2021): 2755. http://dx.doi.org/10.3390/su13052755.
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This research empirically tested a theoretical model by defining senior customers’ intentions to use robot service restaurants emerging in South Korea. Non-face-to-face services have become increasingly important for seniors. Therefore, restaurant marketers should cater to senior customers’ needs by sustaining robot service restaurants. The study analyzed 243 questionnaires to verify the reliability and validity of the measurement items. The research hypotheses were examined using structural equation modeling (SEM). The suggested model comprised three stages: motivated consumer innovativeness (MCI), perceived value, and planned behavior (attitude, intention to use). The results revealed that senior customers’ perceived values positively influenced attitude and were enhanced by hedonically MCI (hMCI) and socially MCI. Moreover, the hedonic and social elements of motivation improved the attitude and usage intentions of robot service restaurants for senior customers. However, these relationships differed in terms of the income level of the customer groups. For the low-income senior-level group, hMCI was more influential on the perceived value. This study is meaningful because it analyzes the effect of MCI of seniors on the perceived value of robot service restaurants, which are growing rapidly in South Korea. It has empirically proved the moderating effect of different income groups, providing practical implications.
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Lekhanya, Lawrence Mpele. "Customer service orientation of institutes of higher learning in South Africa: A case study of universities of technology." Corporate Ownership and Control 11, no. 4 (2014): 299–310. http://dx.doi.org/10.22495/cocv11i4c3p1.
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The purpose of the study was to investigate the customer service orientation of institutes of higher learning in South Africa, with specific reference to Universities of Technology in KwaZulu–Natal (KZN). As an exploratory study, the research aimed at understanding how various factors, of customer service orientation of institutes of higher learning, affected the perceived service quality provided to students. This quantitative survey was conducted among the universities’ students, located in the province of KwaZulu–Natal, South Africa. A cross-sectional survey design was used to assess university of Technology students’ perceptions of customer service orientation, by means of a 5-point Likert scale questionnaire. A total of 110 questionnaires were analysed. Findings indicated that, most university of Technology students either agreed or were neutral regarding the customer service orientation they received in their respective universities of Technology, with above average, overall mean scores. The important factors that determined the customer service orientation of universities of Technology in South Africa were facilities, academic staff attendance during lecturing periods, administration of other activities relevant to the students, equal research funding accessibility, as well as ethical behaviour and professionalism of academic staff. The managerial implication is that measuring the customer service orientation of the universities of technology, to prioritize those factors identified as important by the students, for effective management of customer service. Providing good customer services across the universities is critical in gaining a competitive edge in the education sector.
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Maduku, Daniel K. "Customer acceptance of mobile banking services: Use experience as moderator." Social Behavior and Personality: an international journal 45, no. 6 (July 7, 2017): 893–900. http://dx.doi.org/10.2224/sbp.5871.
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Using an integrated conceptual model that incorporated the theories of unified theory acceptance and use of technology, social cognition, and institution-based trust, in the context of mobile banking (m-banking) use, I investigated the moderating effect of use experience on the relationships among the factors of acceptance (performance expectancy, effort expectancy, self-efficacy, and structural assurance) and behavioral intention to use m-banking. Data for empirical testing of the model were obtained through a survey of 401 retail-banking customers in South Africa. Although the proposed model was supported by the data, the moderating effects of use experience on the factors of behavioral intention were nonsignificant, except in the relationship between structural assurance and behavioral intention. The implications of these findings for efforts aimed at accelerating the acceptance of m-banking services are discussed.
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Roberts-Lombard, Mornay, Lauren Strachan, and Leon Du Plessis. "The influence of trust, commitment and conflict-handling on customer loyalty: A parallel investigation." Journal of Economic and Financial Sciences 6, no. 1 (April 30, 2013): 195–216. http://dx.doi.org/10.4102/jef.v6i1.284.
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The primary objective of this article is to compare the influence of trust, commitment, and conflict-handling on customer loyalty through the intervening role of Customer Relationship Management (CRM) in the life and non-life insurance sector of South Africa. Primary data was gathered using a questionnaire. The sample consisted of 254 life insurance and 400 non-life insurance customers in South Africa. Multiple regression analysis was used to test the hypotheses. For the life insurance component of the study, trust, commitment and conflict-handling exerted a statistically significant positive influence on CRM. CRM also positively influenced customer loyalty. For the non-life insurance component of the study, no significant relationship exists between trust and CRM. A significant positive relationship does exist between conflict-handling and CRM, while a significant negative relationship exists between commitment and CRM. Therefore, life and non-life insurance providers should retain and develop loyal customers by being trustworthy (giving and keeping promises, providing quality services and illustrating a respect for customers), committed (enhanced segmentation of the customer base and increased customer surveys), and, lastly, by resolving conflicts in a timely and acceptable manner, limiting the difficulties and disappointment experienced by the customer.
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Mthembu, Zoleka, and Seugnet Bronkhorst. "Effect of value-added services on transactional behaviour." Business and Management Review 11, no. 02 (December 15, 2020): 149–60. http://dx.doi.org/10.24052/bmr/v11nu02/art-18.
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Traditional banking methods evolved and include services as a method of differentiation, reducing operating costs, and providing additional benefits to the customer. Banks re-invented themselves and provide innovative solutions to remain competitive. This research explores whether using value added services contributed to changes in transactional banking behaviour and was done in one of the largest banks in South Africa over a period of four months. Two banking products in the youth customer segment were selected. The control group received one treatment at the beginning of the four-month period, and the experimental group received a further three treatments at different times of each month. Two data sets (1) VAS usage and (2) bank transactions were analysed. The results showed that the intervention had a positive effect on transactional banking behaviour. Additional causative factors were identified that increased the usage of value-added services and increased transactional banking behaviour.
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de Reuck, Shelley, and Geoff Bick. "Kauai: Extending a fast-food brand into traditional retail as a growth strategy." Case Writing Centre, University of Cape Town, Graduate School of Business 2020, no. 1 (February 1, 2020): 1–25. http://dx.doi.org/10.1108/caseuct-2020-000002.
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Subject area of the teaching case The case can be used in the subject areas of marketing, strategy, business model innovation in an emerging market. The case introduces a practical example of brand extension as a growth strategy employed by an existing brand to secure additional revenue channels and customer touch points. Student level This teaching case is aimed at postgraduate business students such as Master's degrees in Business Administration degrees, postgraduate diplomas, executive education, or specialist Master's degrees. Brief overview of the teaching case Kauai is a health restaurant with 150 stores across South Africa, Namibia and Botswana, more than 50% of which are franchise-owned. An acquisition of the original Kauai quick-service restaurant (QSR) chain by Real Foods in 2015 leads to a complete rebrand and overhaul of its product offering and store experience. Since the acquisition, the business operates as a startup with few formal processes and KPIs in place to drive performance. Despite the obvious success the team is battling with the factors that need to be considered to ensure that they can scale adequately to realise full potential. Plus how should they position the existing brand effectively within the FMCG space to maximise the contribution of brand equity to its success? Expected learning outcomes –The understanding around the business model of a strong, existing brand entering a highly competitive and price-sensitive FMCG. –Analysing the marketing strategy and brand identity approaches that could be used. –An understanding of the brand extension strategy that could be implemented in light of various challenges. –Understanding how retail marketing works in an emerging market context.
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De, Johan W. "Airline Service Quality in South Africa and Malaysia- An International Customer Expectations Approach." Journal of Economics and Behavioral Studies 5, no. 11 (November 30, 2013): 752–61. http://dx.doi.org/10.22610/jebs.v5i11.448.
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This study attempts to identify the various service and value factors that matter most to domestic airline passengers in South Africa and to benchmark it with the domestic airline industry in Malaysia that has similar airline services. A survey methodology involving face-to-face interviews was employed to conduct interviews with 196 participants from South Africa and 189 from Malaysia. Respondents were targeted on a convenience basis. Despite the use of this non-probabilistic sampling method, the data that were yielded showed high levels of internal consistency. A random splitting of each of the two datasets (i.e. South Africa and Malaysia) and subsequent comparison of firstly, demographic characteristics and secondly, the average ratings of key items revealed no significant differences, thus confirming repeatability or reproducibility of measurement. Trained fieldworkers assisted with the interviews. The findings revealed the following. The first research objective identifies those aspects that respondents typically consider most and least important when travelling on a domestic airline. The mean importance ratings obtained for each of the service items were calculated and ranked from highest to lowest scores. The items were ranked within the four broader service dimensions for the two samples. The first dimension is labelled ‘convenience of booking’ and the results reveal considerable similarities between the two samples, with both South African and Malaysian respondents rating online booking opportunity as the most important aspect within these dimensions. The second service dimension investigated in the study is ‘cabin service scapes’. The item that was rated most important by both South African and Malaysian respondents was comforts of the seats. The third service dimension labelled ‘cabin crew’. Cabin crew's credibility obtained the highest average importance rating. The last dimension studied was labelled ‘timeliness of flight’. The top rated item was on-time departures and arrivals.
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van Deventer, Marko, and Ephrem Redda. "Modeling the factors that explain customer loyalty in retail banking." Innovative Marketing 17, no. 3 (September 20, 2021): 135–43. http://dx.doi.org/10.21511/im.17(3).2021.11.
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Literature suggests that achieving adequate customer loyalty is a significant determinant of growth and profitability. However, in South Africa, there is no evidence of a validated customer-loyalty-in-retail-banking scale. Thus, this study aimed to contribute to the literature by validating customer loyalty in retail banking as a six-factor structure comprising customer loyalty, service quality, customer commitment, trust, switching cost and customer satisfaction, which practitioners can use as a marketing guide to better understand customer loyalty. Data was collected from one sample only once, and the sample size was selected (N = 400). Descriptive and confirmatory factor analyses were undertaken to achieve the study’s objective. Confirmatory factor analysis results validated customer loyalty in retail banking as a six-factor structure that includes customer loyalty, service quality, customer commitment, trust, switching cost and customer satisfaction. The results show no serious multicollinearity between the latent factors and that acceptable internal-consistency reliability was returned for each factor. Moreover, the measurement model returned acceptable composite reliability together with construct, convergent and discriminant validity. Moreover, IFI, TLI, CFI, SRMR and RMSEA model fit index values suggest a good fitting model. Thus, the results concluded that this six-factor model is a reliable and valid instrument of customer loyalty in retail banking and is the first validated customer loyalty scale within the retail-banking context of South Africa. Retail banks are encouraged to use this instrument as a marketing guide in their quest to provide excellent banking services to their market segments, as well as build solid bank-customer relationships.
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Hannaford, Alisse, Bulelani Khoza, Anthony P. Moll, and Sheela V. Shenoi. "1300. Young Heterosexual Men in Rural South Africa Want Access to PrEP." Open Forum Infectious Diseases 5, suppl_1 (November 2018): S397. http://dx.doi.org/10.1093/ofid/ofy210.1133.
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Abstract Background While many HIV prevention services in South Africa specifically support women and girls, substantial gaps exist in HIV prevention, testing and treatment services targeting men and boys. We aimed to characterize HIV prevention knowledge, sexual-risk behaviors and interest in HIV pre-exposure prophylaxis (PrEP) among young men in rural KwaZulu-Natal. Methods Men were identified at community settings such as taverns, fast-food restaurants, and local stores. Interviews were conducted confidentially and anonymously in Zulu, and were recorded, translated and transcribed. Transcripts were coded to identify themes. Results Thirty-one HIV negative men (median age 26, IQR 23–31) were interviewed, 52% with a history of STI and 77% unemployed. While most (61%) perceived themselves to be at risk for HIV, less than half had tested for HIV in the prior 3 months (36%), the majority reported inconsistent condom use (87%), and most reported partners outside their relationship (84%). While only a quarter had previously heard of PrEP, all were interested in initiating. Four participants felt PrEP should only be for men because polygamy is acceptable. While most men wanted their partners on PrEP (77%), they also felt that their female partners initiating PrEP would signify a lack of trust in the relationship, while paradoxically acknowledging that their own multiple sexual relationships put their partner at risk. Men expressed fear of destabilizing new relationships by asking about HIV status, and admitted being less likely to discuss HIV status and condoms during sexual encounters involving alcohol. Men felt that using PrEP might lead to decreased condom use and enable their female partners to be sexually active with other men. Men were concerned that if they initiated PrEP they would be mistaken as HIV positive. Conclusion Men in heterosexual relationships in rural South Africa acknowledge engaging in high HIV risk behaviors and feel that they should have access to PrEP. They report contradictory perspectives about their female partners accessing PrEP, and are concerned about PrEP increasing HIV risk behaviors, which needs further exploration. Heterosexual men in sub-Saharan Africa should be targeted for combination HIV prevention services, including PrEP. Disclosures S. V. Shenoi, Amgen Pharmaceuticals: Spouse does part-time contract work, Salary.
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Sibanda, Modeni Mudzamba Micheal. "Monitoring Customer-focused Quality Service Delivery in Local Government: Conceptual Issues and Perspectives for Consideration." Africa’s Public Service Delivery and Performance Review 1, no. 1 (June 1, 2012): 4. http://dx.doi.org/10.4102/apsdpr.v1i1.21.
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Local government in South Africa is no longer exclusively a function of national or provincial government; it is now regarded as a sphere rather than a tier of government. Section 152 of the Constitution of South Africa, 1996 stipulates the objectives of the local sphere of government, among which is ensuring the provision of services to communities in a sustainable manner. Poor or lack of service delivery by local authorities has received much media attention of late. Monitoring customer-focused service delivery could therefore be a critically important means to effect quality service delivery in local government. At its core this approach emphasises the treatment of municipal service users and the citizenry as customers. This article contends that conceptually customer-focused quality service delivery may potentially lever local government authorities out of the poor service delivery rut that has come to render some municipal authorities ineffective and inefficient and hence dysfunctional. At a conceptual level the article grapples with the elusive concept of service quality and the often contested concept of customer and proxy measures for monitoring service quality in the public sector. Citing British and South African customer-focused quality service delivery tools and initiatives, the article interrogates the efficacy of such initiatives and perspectives for monitoring customer-focused quality service delivery in the local sphere of government.
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Sithole, Nkosinathi, Gillian Sullivan Mort, and Clare D'Souza. "Financial well-being of customer-to-customer co-creation experience: a comparative qualitative focus group study of savings/credit groups." International Journal of Bank Marketing 39, no. 3 (April 29, 2021): 381–401. http://dx.doi.org/10.1108/ijbm-07-2020-0413.
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PurposeThis paper aims to explore the effects of the customer-to-customer co-creation experiences of savings/credit groups in the African context and how savings/credit groups influence financial capability and enhance financial well-being.Design/methodology/approachUsing purposive sampling, a study of a total of 18 focus groups was conducted in sub-Saharan Africa. Nine urban-based savings/credit groups were drawn from across South Africa and additional nine, rural-based savings/credit groups were studied in the Monduli district of Tanzania.FindingsFindings demonstrate that the African philosophy of Ubuntu, which promotes customer-to-customer interaction, is the cornerstone of the customer-to-customer co-creation experience. Ubuntu philosophical principles were found to influence the dialogue, access, risk and transparency model of co-creation and customer-dominant logic. The results show further that customer-to-customer co-creation experience positively influences the cognitive, financial, personal and social experiences of members. Specifically, it was found that cognitive and financial experiences positively influence financial satisfaction, financial self-esteem, financial self-efficacy and financial capability, all of which enhance financial well-being. In addition, personal and social experiences positively influence equality, self-confidence, entrepreneurial skills and motivation that in turn enhance social well-being.Research limitations/implicationsThis study has implications for many different stakeholders concerned with the financial inclusion of low-income consumers, particularly in the southern part of Africa.Originality/valueTo the authors’ knowledge, this is the first study to explore the effects of customer-to-customer co-creation experiences in traditional financial services settings in order to understand how these indigenous financial services influence the financial capability and financial well-being of co-creation members.
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Cant, Michael Colin, and Michael Du Toit. "Identifying The Factors That Influence Retail Customer Loyalty And Capitalising Them." International Business & Economics Research Journal (IBER) 11, no. 11 (October 26, 2012): 1223. http://dx.doi.org/10.19030/iber.v11i11.7370.
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Much has been said about loyalty and the advantages that a loyal customer base offers to an organisation and more specifically to retail customers. With more than 2 billion loyalty programme memberships including hotel, supermarket, airline and financial services in the United States alone it is clear that loyalty programmes are an essential part of the marketing plan and strategy of retail organisations a road to survival, growth and profits. This study focussed on one particular clothing retailer in Gauteng that on its own represents 20.3% of the market making it the largest clothing retailer in South Africa. Gauteng was selected due to its stature as the largest clothing retailer in South Africa and also the nature of its customer base which consists of three distinct groups of customers: (1) cash only non-loyalty programme members, (2) cash only loyalty programme members, and (3) credit customers who purchase on terms. This study investigated the factors that influence customer loyalty amongst members of a retail loyalty programme in the apparel retail industry and found that the two most important drivers of customer loyalty were merchandise availability and customer service related variables. Price did not feature as an important driver of loyalty opening opportunities for retailers to focus on loyalty marketing strategies that do not revolve solely around price but rather focus on long-term relationship building. The responses received from this research were illuminating and will be of value to retailers who have an existing loyalty programme or are contemplating the starting of a programme.
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Worku, Zeleke. "Factors that affect customer loyalty in small enterprises." Innovative Marketing 15, no. 4 (December 17, 2019): 78–87. http://dx.doi.org/10.21511/im.15(4).2019.07.
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The study was conducted by collecting the data from 608 customers of migrant retailers working in the retail industry of Pretoria West in South Africa in order to identify socioeconomic factors that affect customer loyalty. Data was collected from eligible respondents by using a pre-tested, validated and standardised questionnaire of study that was self-administered by respondents. The study found that about 69% of customers were loyal to their retailers. About 68% of customers had a favorable attitude towards their retailers. About 68% of retailers used appropriate promotional measures for marketing their goods to potential customers. About 69% of retailers provided their customers with satisfactory quality of services. About 67% of customers were loyal to their retailers’ brands. Factor analysis was used for extracting 3 influential predictors of customer loyalty. These factors were entrepreneurial skills, marketing skills, and selling price. The percentage of variance explained by the 3 extracted factors was equal to 92.58%.
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Khumalo, Njabulo. "Obstacles of human resource planning that affect workers in delivering quality services." Problems and Perspectives in Management 17, no. 2 (April 25, 2019): 114–23. http://dx.doi.org/10.21511/ppm.17(2).2019.08.
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The paper aimed to identify the obstacles of Human Resource Planning (HRP) that affect workers in delivering quality services to public within the customer centres of the municipality located in South Africa (SA). Since, HRP is well known as a tool that resolves the existing and future organization obstacles by confirming that the right employees are placed in the right positions at the right time. The investigation of the paper used mixed methods, which encompasses both qualitative and quantitative methods in its data collection. From the target, only 45 workers completed a questionnaire and only seven supervisors participated in one-on-one interviews. Results reveal the lack of both internal and external factors, which include a shortage of workers to perform the duties of the municipal in the customer centres. This includes demographic issues, lack of education qualifications, recruitment policies, insufficient working tools, working environment and career growth. The recommendation is to implement a strategical recognition for good performance to workers and to look for other venues with enough space to deliver quality services. Lastly, there is a need to establish and implement strategies of promotion and growth within the municipality.
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Roberts-Lombard, Mornay, Candice Burin, and HB Klopper. "An Internal Marketing Perspective Within A Recruitment Service Environment In South Africa." Journal of Applied Business Research (JABR) 32, no. 1 (December 31, 2015): 45. http://dx.doi.org/10.19030/jabr.v32i1.9522.
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The primary objective of the study is to determine the influence of internal marketing on the brand image of a recruitment agency brand in South Africa. The perusal of the literature could not identify any direct studies on how the elements of the internal marketing mix of product, price, promotion, distribution, people, processes and physical evidence are ultimately linked to brand image within a recruitment agency environment in South Africa. This raises the question as to whether or not internal marketing has a positive influence on the brand image of recruitment agencies among their clients. Therefore the relationship between internal marketing and brand image needs to be explored, as this relationship could provide a means of reducing employee turnover and enhancing the performance and profitability of recruitment agencies. The population for the study was drawn from all registered recruitment agencies listed under the Association of Personnel Services Organisations (APSO). The selected sample of respondents was surveyed through an online self-administered survey distributed via a link in an email. A total of 1 123 questionnaires were completed. The data was analysed using multivariate regression statistics. The application of an internal marketing approach enables recruitment agencies to minimise employee turnover, aiding these agencies to gain strong brand images that result in higher levels of competitiveness and profitability. Successful internal marketing should have a positive influence on employee attitudes and actions and therefore enhance customer satisfaction. The integration of internal marketing into the organisation’s overall marketing strategy is therefore critical.
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Omoruyi, Osayuwamen, and Chengedzai Mafini. "Supply Chain Management and Customer Satisfaction in Small to Medium Enterprises." Studia Universitatis Babe-Bolyai Oeconomica 61, no. 3 (December 1, 2016): 43–58. http://dx.doi.org/10.1515/subboec-2016-0004.
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Abstract To circumvent the possibility of business failure, small to medium enterprises in emerging economies face mounting pressure to increase the satisfaction of their customers. The adoption of supply chain management practices is critical to the provision of quality products and services as well as the satisfaction of customers by small to medium enterprises. This paper investigated the relationship between customer satisfaction, supply chain management practices and three input factors; namely, product quality, flexibility and product variety in small to medium enterprises. The study adopted a quantitative approach in which a four section questionnaire was distributed to 131 managers in small to medium enterprises based in Gauteng Province, South Africa. Hypotheses were tested using regression analysis. The results of the study revealed that product quality and flexibility predicted supply chain management practices. Supply chain management practices were also statistically significant, and mediated the relationship between customer satisfaction and product quality and flexibility. Based on these results, conclusions were drawn and appropriate recommendations were made.
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Cupido, Kim, and Jean-Paul Van Belle. "A Digitally Enabled Strategic Sourcing Process to Mitigate Risk." Journal of Information Technology Education: Discussion Cases 6 (2017): 08. http://dx.doi.org/10.28945/3924.
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A South African insurance company is considering how to automate the process of handling home insurance repair claims in order to make the process more efficient and improve the customer experience. Should they stick with the status quo, develop their own system, purchase existing technology or employ a hybrid solution? ABC Insurance was a leading short-term insurer in South Africa. The FSB (Financial Services Board) of South Africa defined short term insurance cover as indemnification secured by the insurance purchaser over their fixed and movable assets (FSB, n.d.). Such insurable assets could be one’s home (the actual building) or motor vehicle (https://www.fsb.co.za). The purchased insurance cover protected the policyholder (customer) against total loss or accidental damage, as a result of insurable events like fires or floods. In exchange, payment for insurance cover (referred to as the “premium”), was collected by the insurance company from its customers. Andrew Cohen, commodity manager for the Non-Automobile Property and Casualty procurement division at ABC Insurance, was faced with the choice of either digitizing the day to day claims fulfillment procedures within his portfolio, or to continue his business unit’s activities “as is.” The main function of Cohen’s business unit was to ensure that home owners (policyholders) who purchased insurance cover over their fixed assets (i.e., buildings insurance) could access and receive the required repair services as per the provisions set out in their insurance policies. In delivering these services to the policyholders, Cohen’s immediate challenges were that he had to increase efficiency within the claims environment, meet customer demand and enhance operational processes while concurrently accelerating daily business operations. In opposition to maintaining the status quo, his options were to either build an in-house solution, or purchase an existing tool and customize it to his organization’s requirements. His preliminary cost benefit analysis showed that choosing to remain “as is” would cost the firm nothing in terms of immediate cash outflows, but in the long term would expose management to the risk of not capitalizing on opportunities to service their customers quickly and efficiently, infuse transparency into the appointment procedure of suppliers on repair claims, and gain line of sight of interactions between the firm, its service providers, and its customers. He furthermore surmised that whatever the solution was it might require the firm to make initial investments of time for the re-organization of internal processes and new information technology competencies to acquire. To select an ideal solution, he would need to weigh the risks of remaining “as is” against the benefits of infusing mobile technology such as a mobile app into his portfolio, and ultimately, into the core day-to-day operations of the firm as well.
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Maduku, Daniel. "The effect of institutional trust on internet banking acceptance: Perspectives of South African banking retail customers." South African Journal of Economic and Management Sciences 19, no. 4 (November 25, 2016): 533–48. http://dx.doi.org/10.4102/sajems.v19i4.1558.
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Transactions carried out in the uncertain and impersonal conditions of the Internet require substantial levels of trust. Obtaining customers’ trust is therefore imperative to cultivating and nurturing long-lasting and profitable customer-firm relationships in online environments. Surprisingly however, there is currently a dearth of research on the effects of trust on customers’ acceptance of e-commerce in Africa. This paper investigates the effects of the components of institutional trust on perceptions of ease of use and usefulness, as well as attitudes towards use on customers’ intentions to use Internet banking services. An integrated research model based on the Technology Acceptance Model (TAM) was built and empirically tested using data obtained from 390 retail banking customers in South Africa. The results show that the proposed model possesses high explanatory capabilities as it could explain 61 per cent of the variance in Internet banking use intentions. The study results further show that situational normality is neither a salient determinant of customers’ attitudes towards use of internet banking nor their use intention, whereas structural assurance is. By examining the effects of institutional trust on the TAM’s variables, especially in a developing African country, this study does not only provide insights for managers in their efforts to achieve rapid adoption of Internet banking, but also contributes to the literature on the topic.
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Assensoh-Kodua, Akwesi. "Marketing potentials of the social media tools in the banking market of an emerging country." Risk Governance and Control: Financial Markets and Institutions 6, no. 4 (2016): 257–67. http://dx.doi.org/10.22495/rgcv6i4c2art2.
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There are many facts that attest to the pervasiveness of social media applications in the current world of business. This communication medium is replacing the well-known emails and complimenting the likes of short message service (SMS) and instant messaging and chatting. As part of technology, which is revolutionising the way we do business and live, organizations worldwide are gearing up efforts to take advantage of this phenomenon. In South Africa, the story is the same. However, the Banks in South Africa seems to have problems selling this form of communication to their clientele to augment their service delivery. In view of this, the current study aimed to research into social media concept in South Africa, to highlight its trajectory pros and cons, and investigate why it is not being adopted by these clients, in addition to measuring the continuance intention of those who have accepted banking through social media. It was discovered that, social norm (β=0.579), perceived trust (β=0.510) and user satisfaction (β=0.332), in that order, stood out as the most influencing factors impacting on user acceptance and continuance intention (β=0.384) of social media usage for banking. Perceived behavioural control made no significant impact on users to adopt social media for financial services. As the banking industry keeps investing in the marketing potentials of social media tools for banking, in order to gain competitive advantage in customer service delivery, this social media usage could make a lot of difference when well researched into and managed. In some countries, banking customers are able to do their banking through social media sites, but little is known in South Africa (according to research), regarding the usage of this tool for banking purposes.
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Rousseau, P., and E. Tranchant. "Business partners for development-KwaZulu-Natal pilot project, South Africa: a new approach to the delivery of sustainable water and sanitation services in poor peri-urban areas." Water Supply 2, no. 4 (September 1, 2002): 197–202. http://dx.doi.org/10.2166/ws.2002.0138.
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An innovative tri-sector partnership has been formed in two peri-urban areas in Durban and Pietermaritzburg, in the province of KwaZulu-Natal, South Africa, which aims to provide sustainable water and sanitation services to these previously disadvantaged communities. This forms part of the world-wide Business Partners for Development (BPD) programme initiated by the World Bank to bring together the diverse resources, expertise and perspectives of three distinct sectors: business sector, public sector and civil society, in particular Non-Governmental Organisations (NGO's). The project focus includes infrastructure upgrading, water loss management, community involvement and capacity building, education and awareness on water conservation, health and hygiene, and customer management. The establishment of a common research framework examining impacts and outcomes and an international sharing and learning programme will, it is hoped, lead ultimately to better and replicable practices.
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Kim, Peter Beomcheol, Gyumin Lee, and Jichul Jang. "Employee empowerment and its contextual determinants and outcome for service workers." Management Decision 55, no. 5 (June 19, 2017): 1022–41. http://dx.doi.org/10.1108/md-02-2016-0089.
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Purpose The purpose of this paper is to investigate a research model of employee empowerment along with its contextual determinants (i.e. leader-member exchange (LMX) and schedule flexibility) and primary consequence (i.e. service performance) for restaurant workers in New Zealand and South Korea. The study further examines a moderating role of national differences derived from the power distance theory for the hypothesized paths between empowerment and its determinants and consequences. Design/methodology/approach This study utilized traditional paper-and-pencil surveys for data collection. A final sample of 303 service employees from restaurants in New Zealand (n=152) and South Korea (n=151) was used to test research hypotheses by structural equation modeling using LISREL (version 8.80). Findings The study concludes with two core findings supporting research hypotheses. First, as hypothesized, employees who consider their schedule flexible with high LMX quality with their immediate supervisor are more likely to feel empowered, and empowered workers are more likely to perform well in customer services. Furthermore, the results show that the impact of schedule flexibility and LMX on empowerment and the impact of empowerment on service performance are more salient among South Korean employees than their New Zealand counterpart. Originality/value Based on job characteristics, work adjustment, and social exchange theories, this study develops and tests a research model of employee empowerment including service context-relevant determinants, i.e., schedule flexibility and LMX, as well as a crucial work outcome, i.e., service performance, using two different national samples. The findings of this study contribute to the body of knowledge in understanding the organizational dynamic of employee empowerment in the service industry, suggesting that managers incorporate relevant contextual practices to promote empowerment, which ultimately enhances employees’ service performance. It is also recommended that such practices are carefully implemented, taking into consideration the cultural background of the workforce.
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Angula, Etuhole, and Valencia Melissa Zulu. "Tackling the ‘death’ of brick-and-mortar clothing retailers through store atmospherics and customer experience." Innovative Marketing 17, no. 3 (September 21, 2021): 157–68. http://dx.doi.org/10.21511/im.17(3).2021.13.
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The threat of online shopping propels brick-and-mortar retailers to innovate and design their retail atmosphere to create unforgettable shopping experiences to compete effectively and retain customers. The study firstly identifies store atmospherics factors that enhance the shopping experience and secondly explores the hypothesized relationships between store atmospherics dimensions (lighting, music, layout, and employee interaction) and customer experience. Furthermore, the effect of customer experience and repurchase intention is also explored. A self-administered survey was used, and data were collected from 390 respondents who visit physical clothing stores regularly in the City of Johannesburg in South Africa. The survey results were analyzed using the Statistical Package for Social Sciences (SPSS) for descriptive statistics. Covariance-Based Structural Equation Modelling (CB-SEM) was utilized for the path analysis. The findings reveal that only store layout, lighting, and employee interaction are essential elements in creating pleasurable customer in-store experiences (β = 0.163, p = 0.05; β = 0.207, p = 0.01; β = 0.293, p = 0.001). It is also evident that consumers perceive music to be less effective in enhancing their shopping experiences (β = 0.048, p = ns). Moreover, the results show that enriching customer experiences stimulate repeat purchases (β = 0.745, p = 0.001). The findings demonstrate that innovating the store environment should be based on shop layout, illumination, and employee contact to create appealing experiences. This study contributes to consumer and retailing services literature. Acknowledgment This study is based on the research supported partly by the University of the Witwatersrand Chancellor’s Female Academic Leaders Fellowship.
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Kallier, Safura M., and Michael Colin Cant. "Identifying marketing communication media that are influential to consumers." Corporate Board role duties and composition 12, no. 3 (2016): 25–34. http://dx.doi.org/10.22495/cbv12i3art3.
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Marketing communication is essential for any business as it informs the consumer about the business and the products and services that it offers. The way in which the retailer decides to communicate with the customer is important as it can influence the consumer to purchase from the retailer. With the rapid increase in new communication mediums, retailers now have much more mediums at their disposal to communicate and interact with their customers. This study thus aimed to determine which mediums of marketing communication media is most influential for the consumer. Convenience sampling was used for this study and a self-administered web-based questionnaire was used to collect the data. The data was collected from available consumers in the Gauteng province of South Africa. The results indicated that consumers regard marketing communication mediums such as television, radio as influential and would react to marketing communication that included discounts and vouchers.
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Blake, Julian, Sonja Fourie, and Michael Goldman. "The relationship between sports sponsorships and corporate financial returns in South Africa." International Journal of Sports Marketing and Sponsorship 20, no. 1 (February 4, 2019): 2–25. http://dx.doi.org/10.1108/ijsms-12-2016-0088.
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Purpose Sponsorship is a major contributor to income in the South African sports arena, and is a critical component allowing sports unions to remain financially viable and sustainable. Sports sponsoring companies, however, have long questioned the financial returns generated from these ventures. The purpose of this paper is to understand whether financial returns of companies with sports sponsorship in South Africa are significantly different to those without. This research was conducted on Johannesburg Stock Exchange (JSE) listed companies that sponsored sport consistently between 2000 and 2015 for a period of two years. A quantitative methodology was employed whereby share price, revenue and earnings growth were analysed, comparing firms that did not adopt strategies involving sports sponsorships to those that did. Design/methodology/approach A quantitative methodology was employed, whereby share price, revenue and earnings growth were analysed, comparing firms that did not adopt strategies involving sports sponsorships to those that did. South Africa is an emerging market and a member of the BRICS Forum ranked 14th in the sport sponsorship market globally (Sport Marketing Frontiers, 2011), becoming increasingly dominant in the global sports industry (Goldman, 2011). The population consisted of JSE-listed Main Board and alternative exchange companies that participated in any form of consistent sports sponsorship in the given time frame: 2000-2015, where the company’s share price, revenue and earnings per share (EPS) data for the period were available from the INET BFA database. The JSE is ranked 17th in terms of market capitalisation (over $1 trillion) in the world, being the largest stock exchange on the African continent with over $30bn being traded on average monthly. Multiple journals today publish research done on the JSE, for example the International Journal of Sports Marketing and Sponsorship, Investment Analysts Journal and the South African Journal of Accounting Research. This stock exchange is 125 years old and has over 400 listed companies of which 358 are domestic (Kruger et al., 2014). Findings Results show that companies involved in sports sponsorship during the period analysed did not experience enhanced share price or revenue growth in excess of those companies not involved in sports sponsorship. As a whole, sports sponsoring companies did however experience greater income growth (EPS) than those companies not involved in sports sponsorship. Enhanced revenue growth was found in the consumer services sector, indicating that sport sponsorship in this sector drives brand image and recall resulting in enhanced revenues. These results though indicate that a multitude of differing objectives may exist for companies engaging with sports sponsorship, with increased sales not the singular objective. In general it is concluded that sports sponsorship is considered to achieve a broad spectrum of outcomes that are likely to contribute to increased profitability. Research limitations/implications The relatively small size of 40 firms on the JSE in the South African sports sponsorship market is a limitation for this research. The purely quantitative approach limited the ability to gain the required level of insight into those sectors with small samples, which a qualitative study would reveal. SABMiller as example could not be analysed against its sector peers, given that it is one of the most prominent and consistent sports sponsors in South Africa across all major sporting codes. The telecommunications sector was represented entirely by companies that were involved in sports sponsorship and, hence, no in-depth comparison could be conducted within this sector. Vodacom, a major sponsor of sport in South Africa, could not be compared with its peers utilising purely financial and statistical methods. Cell C is one of the most prominent sponsors of rugby in South Africa, through its title sponsorship of the Cell C Sharks, and was not included in this study as it is not listed on the JSE. It is suggested that such companies should be included in a qualitative study approach. Practical implications The results of the Mann-Whitney U test for the consumer services and financial sectors confirm no significant difference in EPS growth for companies utilising consistent sports sponsorship as part of their marketing mix to those that do not. The consumer services sector has seen above-average revenue growth from sports sponsorship compared with its sector peers; however, the sector was unable to convert this increased revenue growth into increased profits, suggesting that the cost of sponsoring, as well as the operating costs associated with sports sponsorship, counteract any growth in revenue. Social implications The sample of sports-sponsoring companies experienced a larger annual mean EPS growth rate of 30.6 per cent compared to the remaining JSE Main Board companies which grew EPS annually at 27.4 per cent. The results of the Mann-Whitney U test confirm a significant difference in EPS growth for companies utilising consistent sports sponsorship as part of their marketing mix. From a practical interpretive perspective, this result reveals that those companies in South Africa involved in sports sponsorship consistently attain greater than market-related profit growth. This poses some interesting points for discussion, given that revenue growth was not statistically different, which suggests that many sponsors are utilising the sponsorships for purposes other than sales growths that result in a profitable outcome. The potential range of options is large but would likely comprise the creation of stronger supplier relationships, resulting in optimised business inputs. Sponsors might be utilising sponsorships to improve corporate social status, which assists them in creating regulatory compliance, in some instances. Additionally, these sponsorships may be utilised to maintain key client relationships that provide the highest levels of profitability, and whilst this might not grow revenue through new business acquisition, it may result in higher profitability as a result of a loyal and stable customer base. Originality/value Much of the available research focusses on the sponsorship of specific sporting events and the share price impact thereof at specific occasions like the announcement, renewal and termination. Where research is conducted across a multitude of sporting events and codes, this predominantly focusses on share price performance only, with varying and somewhat inconclusive results. There is little research focussing on wider, more comprehensive sets of sponsored events and sporting codes, and that seeks to provide an understanding of financial returns for sponsoring properties. In a study of more than 50 US-based corporations it was found that, as a group, corporations which consistently invested in sports sponsorships outperformed market averages, and that those with higher sponsorship spend achieved higher returns (Jensen and Hsu, 2011). The study utilised descriptive statistics. More analysis, utilising detailed statistical analysis, is required to better understand the effects of sponsorship on the wider set of variables analysed. In this case, a five-year compound annual growth rate was calculated for stock price appreciation, total revenue, net income and EPS, and analysed descriptively with only means and standard deviation. Measurement of such variables assists with an understanding of the materialized results of sponsorship as opposed to much of the work in this field, which analyses market reactions to sponsorship announcements.
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Du Preez, Rose, Michael Bendixen, and Russell Abratt. "The behavioral consequences of internal brand management among frontline employees." Journal of Product & Brand Management 26, no. 3 (May 15, 2017): 251–61. http://dx.doi.org/10.1108/jpbm-09-2016-1325.
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Purpose The purpose of this study is to develop and test a comprehensive model for the outcomes of internal brand management (IBM), linking it to brand citizenship behavior (BCB) and intention to stay (IS) through job satisfaction (JS) and brand commitment (BC). Design/methodology/approach A comprehensive literature review is undertaken to develop the proposed model. The sample consists of three separate cases, a financial services firm, a multinational telecommunications company, both based in South Africa, and a regional grocery chain operating in the USA. Useable samples of 154, 96 and 241 were achieved for the three cases, respectively. In all cases, the majority of the respondents were customer contact employees. Findings The structural models showed some surprising results, the major one being that brand proselytization is not a component of BCB. Despite using the same instrument, the levers that drive IBM were different in each of the three cases and different from previous studies. Research limitations/implications The results of this research indicate that IBM and BCB are contextual. This implies that a universal instrument to measure these constructs has yet to be developed, representing an interesting avenue for future research. Practical implications Regarding employees as internal customers and including them in various marketing initiatives and brand-orientated human resource practices (recruitment, induction and training) are key to a successful IBM program. Originality/value A comprehensive model for the outcomes of IBM was developed and tested, linking it to BCB and IS through JS and BC. It is the first time that research has been conducted with customer contact employees only.
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Ligthelm, Andre. "The impact of shopping mall development on small township retailers." South African Journal of Economic and Management Sciences 11, no. 1 (May 7, 2012): 37–53. http://dx.doi.org/10.4102/sajems.v11i1.376.
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The retail sector forms a critical element of a community’s economic and social welfare. It provides people with choices and services. These choices were until recently very limited in township areas. The pre-1994 retail landscape was dominated by small, often informal businesses offering basic household necessities to relatively low income earners. This has resulted in township residents’ preference to shop outside townships, known as ‘outshopping’. Rapid income growth of township residents since 1994 resulted in a substantial increase in consumer expenditure in these areas, known as ‘in-bound shopping’. This lucrative emerging market forms the last retail frontier in South Africa and is being explored by national retailers, especially supermarket chains. This article is aimed at establishing the impact of shopping mall development in townships on the traditional small township retailers including spaza/tuck shops. The net balance sheet on the impact of shopping mall development on small township retailers clearly suggests a decline in the township retailers’ market share. A change in small business model towards, inter alia, effective customer service with a small dedicated assortment of merchandise, satisfaction of emergency needs, selling in small units and extension of credit facilities may result in the survival of some small township retailers (albeit often at a smaller turnover).
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Hodeghatta, Umesh Rao, and Sangeeta Sahney. "Understanding Twitter as an e-WOM." Journal of Systems and Information Technology 18, no. 1 (March 14, 2016): 89–115. http://dx.doi.org/10.1108/jsit-12-2014-0074.
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Purpose – This paper aims to research as to how Twitter is influential as an electronic word-of-mouth (e-WOM) communication tool and thereby affecting movie market. In present days, social media is playing an important role in connecting people around the globe. The technology has provided a platform in the social media space for people to share their experiences through text, photos and videos. Twitter is one such online social networking media that enables its users to send and read text-based messages of up to 140 characters, known as “tweets”. Twitter has nearly 200 million users and billions of such tweets are generated by users every other day. Social media micro-blogging broadcasting networks such as Twitter are transforming the way e-WOM is disseminated and consumed in the digital world. Twitter social behaviour for the Hollywood movies has been assessed across seven countries to validate the two basic blocks of the honeycomb model – sharing and conversation. Twitter behaviour was studied for 27 movies in 22 different cities of seven countries and for six genres with a total tweets of 9.28 million. The difference of Twitter social media behaviour was compared across countries, and “sharing” and “conversation” as two building blocks of the honeycomb model were studied. t-Test results revealed that the behaviour is different across countries and across genres. Design/methodology/approach – The objective of the paper is to analyse Twitter messages on an entertainment product (movies) across different regions of the world. Hollywood movies are released across different parts of the world, and Twitter users are also in different parts of the world. The objective is to hence validate “conversation” and “sharing” building blocks of the honeycomb model. The research is confined to analysing Twitter data related to a few Hollywood movies. The tweets were collected across nine different cities spanning four different countries where English language is prominent. To understand the Twitter social media behaviour, a crawler application using Python and Java was developed to collect tweets of Hollywood movies from the Twitter database. The application has incorporated Twitter application programming interfaces (APIs) to access the Twitter database to extract tweets according to movies search queries across different parts of the world. The searching, collecting and analysing of the tweets is a rather challenging task because of various reasons. The tweets are stored in a Twitter corpus and can be accessed by the public using APIs. To understand whether tweets vary from one country to another, the analysis of variance test was conducted. To assess whether Twitter behaviour is different, and to compare the behaviour across countries, t-tests were conducted taking two countries at a time. The comparisons were made across all the six genres. In this way, an attempt was made to obtain a microscopic view of the Twitter behaviour for each of the seven countries and the six genres. Findings – The findings show that the people use social media across the world. Nearly 9.28 million tweets were from seven countries, namely, USA, UK, Canada, South Africa, Australia, India and New Zealand for 27 Hollywood movies. This is indicative of the fact that today, people are exchanging information across different countries, that people are conversing about a product on social media and people are sharing information about a product on social media and, thus, proving the hypothesis. Further, the results indicate that the users in USA, Canada and UK, tweet more than the other countries, USA and UK being the highest in tweets followed by the Canada. On the other hand, the number of tweets in Australia, India and South Africa are low with New Zealand being the lowest of all the countries. This indicates that different countries’ users have different social media behaviour. Some countries use social media to communicate about their experience more than in some other country. However, consumers from all over the world are using Twitter to express their views openly and freely. Originality/value – This research is useful to scholars and enterprises to understand opinions on Twitter social media and predict their impact. The study can be extended to any products which can lead to better customer relationship management. Companies can use the Internet and social media to promote and get feedback on their products and services across different parts of the world. Governments can inform the public about their new policies, benefits of governmental programmes to people and ways to improve the Internet reach to more people and also for creating awareness about health, hygiene, natural calamities and safety.
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Moolman, Hermanus Johannes. "Restaurant customer satisfaction and return patronage in a Bloemfontein shopping mall." Acta Commercii 11, no. 1 (December 7, 2011). http://dx.doi.org/10.4102/ac.v11i1.157.
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Purpose: Restaurants form one of the core components of a mall's retail offering and its tenant mix. In order to successfully manage the tenant mix, research suggests that mall management continuously monitor their tenants' performance through customer satisfaction and return patronage surveys. The purpose of the study on which this article is based, was to gain insight into restaurant customers' satisfaction and return patronage in a shopping mall context. Research questions: The research was conceptualised with the following three research questions in mind: Which dining attributes are important for customer satisfaction and return patronage in mall restaurants? Is there a difference in restaurant customers' satisfaction and return patronage levels based on their demographic characteristics? Is there a difference in restaurant customers' satisfaction and return patronage in the respective mall restaurants? Design / methodology / approach: A mixed-methods research design was followed. The views of restaurateurs and mall managers were explored (qualitative) and 590 customers of eight restaurants situated in the mall successfully completed questionnaires (quantitative). Analysis of variance, t-tests, correlation analysis and regression analysis were performed to reach the objectives of the study. Findings: This research showed that food quality, quality service, restaurant ambience, the quality of facilities and the presence of management are important attributes in contributing to customers' overall dining satisfaction. Food quality and overall dining satisfaction are regarded as important attributes for restaurant customers' decision to return to a mall restaurant. Demographic characteristics of restaurant customers have little impact on customer satisfaction and return patronage levels. Mall restaurants were not equally successful in satisfying their customers in terms of service quality, quality of facilities and the presence of management. Implications: From a managerial perspective, it is important for mall restaurateurs to continuously strive to increase the levels of customer satisfaction and return patronage by emphasising the dining attributes identified in this article. Mall management needs to monitor customers' satisfaction in those restaurants that obtained significantly lower customer satisfaction ratings. Restaurateurs should address areas identified for improvement by this research. Originality / value: This article offers the South African restaurant subsector increased insight into customers' satisfaction and return patronage. The contribution of this article is unique in that, for the first time, customer satisfaction and return patronage are investigated from the context of restaurants situated in the same mall. The research findings supported the strategic responsible growth objectives of the National Tourism Sector Strategy.
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Redlinghuis, André, and Chris Rensleigh. "Customer perceptions on Internet banking information protection." SA Journal of Information Management 12, no. 1 (December 7, 2010). http://dx.doi.org/10.4102/sajim.v12i1.444.
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Background: South Africa has a well-developed and established banking system which compares favourably with those in many developed countries (e.g. USA), but also sets South Africa apart from many other emerging market countries like Egypt and Brazil. Four dominant banks, namely the Amalgamated Banks of South Africa (ABSA), Standard Bank, Nedcor and First National Bank (FNB) influence the South African banking environment. Internet banking has slowly been taking off in South Africa since 1996 as consumers are attracted to the convenience, safety and lower costs of doing banking online. Trust is a significant component of Internet banking and online services and products.Objectives: This article has reported on the results of a survey (a close-ended questionnaire) that was conducted by alumni of the University of Johannesburg (UJ). The research problem for this study has been formulated as ‘what are Internet banking customers’ perception on information protection when using Internet banking services and products?’Method: The methodology for this study falls on quantitative research. The research study consisted of a detailed literature review, followed by an empirical component which consisted of a quantitative questionnaire. The questionnaire used in this study consisted of eight sections covering biographical information, financial institution and Internet banking, Internet banking service quality and delivery, Internet banking functionality, Internet banking costs, Internet banking convenience and relationships, Internet banking trust and Internet banking security and information technology (IT).Results: It was established that the findings of this research could assist financial institutions with fostering and building greater value adding relationships with their customers. These value-adding endeavours will ensure that customers experience and perceive their Internet banking experience to be enriching. Education and awareness campaigns are key focus areas financial institutions should continuously invest in. Information should be easily retrievable and communicated in a manner that makes sense to the diverse customer base, especially within South Africa with its diverse cultures and languages.Conclusion: The final conclusion that could be reached is that Internet banking products and services will continue to grow across various divides and platforms as the Internet costs decrease in future, the growth of Internet related products and services such as Internet banking will increase.
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Dannhauser, Z., and G. Roodt. "Value disciplines: measuring customer preferences." SA Journal of Industrial Psychology 27, no. 1 (January 5, 2001). http://dx.doi.org/10.4102/sajip.v27i1.769.
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According to the World Competitiveness Report: 1999, South Africa ranks poorly in terms of delivering customer services (Garelli, 1999). In order to assist South African organisations to identify their customers' value preferences, three scales collectively called the Customer Preference Questionnaire (CPQ) were developed. Opsomming Luidens die World Competitiveness Report: 1999 vaar Suid-Afrika swak ten opsigte van klientediens-lewering (Garelli, 1999). Om Suid-Afrikaanse organisasies te help met die identifisering van hulle kliente se waardevoorkeure, is drie skale wat gesamentlik die Klientevoorkeurvraelys (CPQ) genoem word, ontwikkel.
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Mpwanya, M. F. "An Empirical Examination of the Overall Customer Satisfaction with the Service Delivery of Mobile Network Operators in South Africa." Global Business Review, October 23, 2019, 097215091985910. http://dx.doi.org/10.1177/0972150919859105.
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This study examines the overall customer satisfaction (OCS) with the service delivery of mobile network operators (MNOs) in South Africa. The study adopted a quantitative method and followed a survey research design involving 2013 cell phone users located across various South African metropolitan cities. These cell phone users were conveniently sampled by means of structured questionnaires and the data collected were analysed using Stata, the Statistical Software Package. The findings from the Minnesota Customer-Satisfaction Index (MnCSI) reveal that there is a high level of customer satisfaction regarding the services received from MNOs. Despite the high rate of OCS, an alarming proportion of dissatisfied customers was also found. Such a proportion of customer dissatisfaction needs to be investigated and appropriate improvement measures are urgently needed. The study found a significant difference in perception regarding OCS, with respect to monthly income and according to the metropolitan cities in South Africa. On the other hand, no significant difference in perception was observed on the OCS in terms of gender and occupation. The study extends the current literature on customer satisfaction globally and in South Africa and provides some managerial implications.
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Cullen, Malcolm, and Salah K. Kabanda. "The role of demographic and motivational factors on mobile commerce usage activities in South Africa." SA Journal of Information Management 20, no. 1 (March 19, 2018). http://dx.doi.org/10.4102/sajim.v20i1.817.
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Background: Many studies have examined the mobile commerce phenomenon and most of these have focused on understanding the organisational and environmental factors that affect its adoption. Few have examined how an individual’s characteristics and their perceived motivational appetite affect their mobile commerce usage and specifically the activities they engage in. Objectives: This study examines the role of demographics (individuals’ characteristics) and motivational factors on mobile commerce usage activities from the South African perspective. Method: An objective approach and a positivistic stance were followed. The research model and instrument from earlier studies by Chong (2013a) were contextualised to suit this study. Data collection was done through an online questionnaire, 88 responses were received and 81 used for data analysis. Results: The findings show that age is significantly related to mobile commerce transactions, and one’s education status influences the following mobile commerce usage activities: transactions and location-based services. One’s gender influences how one uses mobile commerce. A significant relationship between all three motivational variables and mobile commerce usage activities is evident. Conclusion: The findings provide the financial services industry and providers of mobile commerce offerings with a better understanding of the relationships between customer demographics and the mobile commerce activities they engage in. An additional variable of customer income has been identified for future studies to better understand the relationship.
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Mthembu, Zoleka, and Seugnet Bronkhorst. "Effect of value-added services on transactional behaviour." Journal of Business & Retail Management Research 15, no. 02 (April 20, 2021). http://dx.doi.org/10.24052/jbrmr/v15is02/art-04.
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Traditional banking methods evolved and included services as a method of differentiation, reducing operating costs, and providing additional benefits to the customer. Banks re-invented themselves and provide innovative solutions to remain competitive. This research explores whether using value added services contributed to changes in transactional banking behaviour and was done in one of the largest banks in South Africa over a period of four months. Two banking products in the youth customer segment were selected. The control group received one treatment at the beginning of the four-month period, and the experimental group received a further three treatments at different times of each month. Two data sets (1) VAS usage and (2) bank transactions were analysed. The results showed that the intervention had a positive effect on transactional banking behaviour. Additional causative factors were identified that increased the usage of value-added services and increased transactional banking behaviour.
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Rootman, C., M. Tait, and J. Bosch. "The influence of bank employees on bank customer relationship management." Acta Commercii 7, no. 1 (December 7, 2007). http://dx.doi.org/10.4102/ac.v7i1.28.
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Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM) of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks.Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.
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Akinboade, Olu Oludele Akinloye, Trevor Taft, Johann Friedrich Weber, Obareng Baldwin Manoko, and Victor Sannyboy Molobi. "How the social entrepreneurship business model designs in South Africa create value: a complex adaptive systems approach." Journal of Entrepreneurship in Emerging Economies ahead-of-print, ahead-of-print (September 13, 2021). http://dx.doi.org/10.1108/jeee-02-2021-0057.
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Purpose This paper aims to understand social entrepreneurship (SE) business model design to create values whilst undertaking public service delivery within the complex environments of local governments in South Africa. Design/methodology/approach Face-to-face semi-structured interview was conducted with 15 purposively selected social entrepreneurs in Gauteng and Western Cape provinces. The interview guide consisted of main themes and follow-up questions. Themes included SEs’ general history, the social business model; challenges faced and how these were overcome; scaling and growth/survival strategies. These enabled the evaluation of SEs in terms of identifying key criteria of affordability, availability, awareness and acceptability, which SEs must achieve to operate successfully in low-income markets. Social enterprise owners/managers within the electricity distribution, water reticulation and waste management services sectors were surveyed. Findings Most respondents focus on building a network of trust with stakeholders, through communication mechanisms that emphasize high-frequency engagements. There is also a strong focus on design-thinking and customer-centric approaches that strengthen value creation. The value creation process used both product value and service value mechanisms and emphasized quality and excellence to provide stakeholder, as well as societal value, within their specific contexts. Practical implications This study builds upon other research that emphasizes SEs’ customer-centric approaches to strengthen value creation and on building a network of trust with multiple stakeholders. It contributes to emphasizing the business paradigm shift towards bringing social values to the business practice. Social implications Social good, but resource providers are demanding more concrete evidence to help them understand their impact (Struthers, 2013). This is because it is intrinsically difficult for many social organizations to document and communicate their impact in more than an anecdotal way. The research has contributed to the understanding of how SEs can provide evidence of value creation. Originality/value This study contributes to the understanding of how business models are designed to create value within the context of the overwhelming complexity of local government services in South Africa.
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Mofokeng, Moitswadi, and Rose Luke. "An investigation into the effectiveness of public entities’ procurement practices." Journal of Transport and Supply Chain Management 8, no. 1 (March 17, 2014). http://dx.doi.org/10.4102/jtscm.v8i1.136.
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The delivery of services through the procurement of goods and services requires proper strategic leadership and management processes. Inappropriate planning, under-spending of budgets and ineffective procurement form part of the root causes of poor service delivery, as this restricts the movement of resources to the right places. This study identified the leading procurement practices as: procurement strategy and leadership, the procurement process, human resource management, procurement information systems, supplier management and procurement performance management. These practices were then tested in public entities, mainly in Gauteng Province, South Africa, to determine the extent to which they are applied. The study found that there is a major divide between the perception of the level of application of the leading practices and actual implementation. Processes, skills, performance management, information technology (IT) systems and supplier management are applied inadequately or inappropriately. Most entities thus show a poor understanding of customer needs and there seems to be a general lack of customer focus. The study highlighted the best practice areas in which public entities are able to focus their efforts to better achieve excellent customer service and thus service delivery.
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Marais, Milandrie, Engelina Du Plessis, and Melville Saayman. "Critical success factors of a business tourism destination: Supply side analysis." Acta Commercii 17, no. 1 (January 31, 2017). http://dx.doi.org/10.4102/ac.v17i1.423.
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Orientation: Globally, destinations offer various products and services to visitors featuring different attributes and characteristics, making each destination unique. The critical success factors (CSFs) of each of these destinations may differ, making the management process more complex.Research purpose: The purpose of this research was to identify the CSFs for business tourism destinations in South Africa from a supply viewpoint.Motivation for the study: Because of the importance of CSFs, many previous studies have attempted to identify such factors within the tourism industry, but few concentrated on business tourism, especially in South Africa, leaving a gap in terms of knowledge. By means of identifying and understanding what these factors are for South Africa, the country could further develop its tourism sector, which could result in its being more competitive as a destination.Research design, approach and method: To achieve this goal, a qualitative research approach was followed by interviewing seven key business tourism coordinators in South Africa, to determine the key success factors of the business. The data gathered were transcribed and analysed using Creswell’s six steps in data analysis and interpretation.Main findings: Finances, human resources, product and customer-related aspects were identified as the CSFs for business tourism in South Africa.Practical/managerial implications: Educating the market and marketing value add-ons were identified as important for enhancing and making business tourism in South Africa more competitive.Contribution/value-add: The results could guide managers in the implementation of effective key success factors in an effort to mitigate management problems in a very competitive sector.
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Leander Kruger and Monray Marsellus Botha. "DEMANDING QUALITY SERVICE: AN EVALUATION OF THE WIRELESS APPLICATION SERVICE PROVIDERS ASSOCIATION (WASPA) CODE OF CONDUCT IN LIGHT OF THE CONSUMER PROTECTION ACT 68 OF 2008." Obiter 38, no. 2 (August 15, 2017). http://dx.doi.org/10.17159/obiter.v38i2.11451.
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Consumerism has been around for quite some time, giving rise to the need to protect consumers against exploitation by suppliers. In the South African context the impetus to extend protection to consumers of goods and services however only gained proper momentum at the beginning of the 2000s. The Electronic Communications and Transactions Act 25 of 2002 was introduced to provide protection in respect of online transactions. With the introduction of the National Credit Act 34 of 2005 that affords protection to consumers in the credit market as well as the Consumer Protection Act 68 of 2008 that affords protection to consumers in a wide variety of instances consumer protection in South Africa has eventually reached an acceptable level.The CPA, being the most recent in the aforementioned trio of consumer protection legislation, is a comprehensive piece of legislation that extends protection to South African consumers in a wide variety of matters, inter alia, providing them with rights in respect of defective goods, contract terms, franchise agreements, auctions, product liability and so forth. The CPA was signed into law by the President on 24 April 2009 and was put into effect incrementally. The general effective date of the CPA is 31 March 2011 and the regulations issued in terms of the Act were published on 1 April 2011.The fast-developing mobile (cellphone) industry, where products and services improve constantly, necessitates the forging of consumer–brand relationships in order to keep consumers brand loyal and thus to prevent them from switching to competing brands. The South African cellphone industry has been characterised by major growth and is regarded as being one of the fastest-growing industries on the African continent. The number of cellphone users has more than doubled from 12 million in 2005 to 28 million in 2011, constituting 82% of the adult South African population. Competition between cellphone brands has also increased as a variety of different cellphone handsets and smart phones have started entering the South African market, making them accessible and affordable to South African consumers, as well as making it easier to switch between brands. South Africa has shown rapid growth in the number of cellphone users, leading the market to reach saturation. This rapid growth has also led to major network congestion and subsequent service problems related to the South African cellphone service provider networks. Subsequently, customers are showing high levels of customer dissatisfaction, requiring service recovery strategies to be put in place to remedy the situation. As it is impossible for service providers to consistently meet and exceed customer needs, service providers need to determine what remedies customers anticipate when their expectations are not met and service failures occur. If service providers are unable to recover from service failures, service providers could experience detrimental results to their profitability and performance, which could furthermore lead to customers switching service providers and engaging in negative word-of-mouth. According to Bejou and Palmer, it is important for a service business to determine their customer types and how long customers have been dealing with them (consumption stage), as this will influence how customers will react when faced with poor service and service failures and how easily they will switch to a substitutable product and new service provider.This note will examine the right to fair value, good quality, and safety in respect of services provided by mobile “service providers” in South Africa with particular reference to the CPA as well as the WASPA Code of Conduct for the mobile service provider industry.
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Wessels, Rochelle G. "Training and development model for municipal frontline staff." Teaching Public Administration, April 8, 2021, 014473942199752. http://dx.doi.org/10.1177/0144739421997524.
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The Constitution of the Republic of South Africa states that public servants must deliver services to improve the general welfare of the citizens. The public servants therefore have a duty to the citizens to deliver effective and efficient public services that will be to the satisfaction of the citizens to improve their well-being. However, this is not the case since service delivery protests have become the norm, with citizens regularly protesting about the services received from the various municipalities. Citizens are not happy about the level of service delivery received and therefore take to the streets to render their unhappiness. The City of Tshwane Metropolitan Municipality is no exception, as service delivery protests have also plagued the municipality and during 2016, the media referred to the protests as Tshwane burning. The municipal frontline staff are at the coalface of service delivery and are often the only public servants that the citizens come into contact with. The municipal frontline staff deliver services to the public on a daily basis and should possess the necessary knowledge, skills, behaviours, attitudes and competencies to deliver professional services. This article will describe what the Customer Care Consultants think should be included in the design of an essential model for training and development for Customer Care Consultants at the City of Tshwane, as they are at the forefront of service delivery. It does so by drawing on an extensive case study using a qualitative questionnaire toexplore the views and perceptions of the municipal frontline staff. The article seeks to add to the body of knowledge by critically analysing the views provided by the Customer Care Consultants on the content for a training and development modelfor Customer Care Consultants at the City of Tshwane. This study reports on research undertaken for the author’s doctoral research conducted during 2018 and culminates in a training and development model for municipal frontline staff.
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Chigori, Darlington, Kim Viljoen, Mari Ford, and Liezel Cilliers. "Mobile phone banking: A comparative analysis of e-service quality and customer loyalty of banking applications and Unstructured Supplementary Service Data services." Journal of Economic and Financial Sciences 13, no. 1 (July 20, 2020). http://dx.doi.org/10.4102/jef.v13i1.471.
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Orientation: Mobile devices are becoming a popular means to access the Internet and conduct e-banking activities. Banks are marketing e-banking solutions to increase their customer base.Research purpose: This study contrasts how the service quality of mobile phone applications and Unstructured Supplementary Service Data banking influence customer loyalty. The study examined e-service quality to validate and determine the nature of the relationship of the proposed model.Motivation for the study: The study was conducted in a mobile banking (MB) setting in South Africa, with a technologically savvy young adult population. To win customer loyalty, banks need to provide innovative solutions to this group of clients.Research approach/design and method: A positivistic paradigm with a quantitative approach and descriptive design was adopted for this study. A convenience sampling method was used to distribute a questionnaire to 300 students, with a response rate of 73%.Main findings: The findings showed that fulfilment, privacy and efficiency were all significantly related to overall service quality and customer loyalty for both banking models. Based on the findings, privacy, fulfilment and efficiency are critical facets to both MB applications and Unstructured Supplementary Service Data banking.Practical/managerial implications: Banks need to target ‘unbanked’ customers to register for a bank account via Unstructured Supplementary Service Data banking or MB applications.Contribution/value-add: However, there is still a lack of knowledge about these services among the population. Therefore, banks need to educate potential and existing customers on these products and services to fully exploit the market segments.
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"A Digitally Enabled Strategic Sourcing Process to Mitigate Risk." Muma Case Review 2 (2017): 001–22. http://dx.doi.org/10.28945/3912.
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ABC Insurance was a leading short-term insurer in South Africa. The FSB (Financial Services Board) of South Africa defined short term insurance cover as indemnification secured by the insurance purchaser over their fixed and movable assets (FSB, n.d.). Such insurable assets could be one’s home (the actual building) or motor vehicle (https://www.fsb.co.za). The purchased insurance cover protected the policyholder (customer) against total loss or accidental damage, as a result of insurable events like fires or floods. In exchange, payment for insurance cover (referred to as the “premium”), was collected by the insurance company from its customers. Andrew Cohen, commodity manager for the Non-Automobile Property and Casualty procurement division at ABC Insurance, was faced with the choice of either digitizing the day to day claims fulfillment procedures within his portfolio, or to continue his business unit’s activities “as is.” The main function of Cohen’s business unit was to ensure that home owners (policyholders) who purchased insurance cover over their fixed assets (i.e., buildings insurance) could access and receive the required repair services as per the provisions set out in their insurance policies. In delivering these services to the policyholders, Cohen’s immediate challenges were that he had to increase efficiency within the claims environment, meet customer demand and enhance operational processes while concurrently accelerating daily business operations. In opposition to maintaining the status quo, his options were to either build an in-house solution, or purchase an existing tool and customize it to his organization’s requirements. His preliminary cost benefit analysis showed that choosing to remain “as is” would cost the firm nothing in terms of immediate cash outflows, but in the long term would expose management to the risk of not capitalizing on opportunities to service their customers quickly and efficiently, infuse transparency into the appointment procedure of suppliers on repair claims, and gain line of sight of interactions between the firm, its service providers, and its customers. He furthermore surmised that whatever the solution was it might require the firm to make initial investments of time for the re-organization of internal processes and new information technology competencies to acquire. To select an ideal solution, he would need to weigh the risks of remaining “as is” against the benefits of infusing mobile technology such as a mobile app into his portfolio, and ultimately, into the core day-to-day operations of the firm as well.